Been charged for something unexpected with your contactless credit/debit bank card payment

Please provide the information below detailing how you have been overcharged so that the team can investigate this further for you.

"*" indicates required fields

Amount*

Date*

Time*

Which stop or station did you board the vehicle?*

Which stop or station did you exit the vehicle?*

Email*

Enter Email Confirm Email

Last 4 digits of the debit/credit bank payment card used*

Enter the last 4 digits only. Do not enter your full card number. Please note - This form is not used for Snapper card transactions.

Reason*

Wrong tag on/off combination

I didn’t realise I needed to tag off and on again when transferring between lines

I accidentally tagged on and off with separate payment methods

I accidentally tagged on twice which cancelled my trip and then I travelled

I accidentally tagged on again after tagging off

I didn’t realise I could free exit for my train journey

I didn’t realise I could free exit for my bus journey

Fare overcharge

Other

Please briefly explain why a penalty/overcharge may have incurred. Refunds will be processed in line with Metlink’s Conditions of Carriage and Refund Policy. Do not include payment card details, your name, or any other sensitive information in this field. This form is not used for Snapper card transactions.

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